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Case Study

Sveriges a-kassor delivers faster care resolution

  • Improved service to members to ensure that unemployment income is delivered as efficiently as possible
  • Partnered with Pega to build a more efficient and accurate case management process
  • Serves as the backbone of customer service, payments, public-facing portal, and case management

“With Pega, the 25 Sveriges a-kassor unemployment insurance funds can serve citizens more quickly and conveniently in a time of real need. At the same time, the system frees up caseworker time and bring ownerships of system changes in-house.”

The Business Issue

Sveriges a-kassor (SO), the Swedish Federation of Unemployment Insurance Funds, supports approximately four million members with unemployment insurance benefits. The organization provides each of the 25 unemployment insurance funds with IT system development, legal support, and a common IT infrastructure that enables secure payments.

Sveriges a-kassor aims to ensure that members are able to pay their bills and support their families in times of need. They needed to move from slow, paper- and phone-based processes to digital, web-based self-service, for faster case resolution. To do this, they partnered with Pegasystems.

The Solution

Now, Sveriges a-kassor’s unemployment insurance funds are unified under a single, consistent IT platform that enables reuse and specialization, ensures consistency, and offers a web-based, digital experience for members and caseworkers. The robust, member-centric platform serves as the backbone of customer service, payments, the public-facing portal, and case management.

With the new system, members can submit an online unemployment claim on Monday and receive payment as quickly as Thursday, whereas in the past it took weeks.

The Results

  • Improved scalability across 25 organizations and four million members
  • Shortened case resolution times from weeks to minutes
  • Increased online member usage from 65% to 97%
  • Reduced time of unemployment payment processing to four days from initial request
  • Supports 120,000 cases processed each Monday and 80,000 concurrent mobile users in a four-hour timeframe
  • Successfully scaled to meet increase in unemployment claims due to the COVID-19 pandemic

All text sourced directly from Governments Building for Change.

Related Resources

Download the full Sveriges a-kassor case study (and many others) here.

See how the Bavarian Government helped provide rapid financial support in a time of crisis.

Learn how the Dutch Ministry of Economic Affairs and Climate Policy brought automation and standardization to government services.

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Industry: Government Product Area: Platform Solution Area: Customer Service Solution Area: Enterprise Modernization
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